Field Service Engineer

Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud.  We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology—or multiple X-ray technologies—to address each customer's unique security application requirements. Our commitment to excellence in imaging performance, innovative design, and uncompromising quality ensures our solutions consistently deliver best-in-class imaging, high reliability, and operator satisfaction, to help customers find threats and contraband with ease and confidence.

Role Overview

This role provides highly visible customer support through the performance of on-site service, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customers on administrative and technical matters for assigned projects. Interprets customer needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This position may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

This role is to provide Cargo Vehicle Inspection (CVI) equipment field service engineering support to delivered cargo systems. [M60, P60, ZBV]

• Carrying out the basic repairs, and maintenance, as necessary elements of the cargo systems (CVI)
• Local POC for technical issues covering regional systems
• Performing general maintenance, fitting, Troubleshooting and fault finding on CVI systems & subsystems.
• Support Mercedes vehicle service needs, Oil & lubricant changes, Filters, etc.
• Organise scheduled maintenance and repairs of the cargo systems [M60 & P60]
• Providing oral and written responses to requests for 3rd line technical requests from the site of operations to either site engineers, customer reps
• Providing defect liability or post-acceptance support for CVI equipment.
• Completing technical documentation including service reports, engineering change requests & inputting service data to a simple functional database.
• Responsible for ensuring that all issued equipment, including Vehicles, Spares, Consumables, Tools and/or Test equipment, are maintained in a suitable and safe condition.
• Deal respectfully, with customers, operators, and their related staff, in a manner sensitive to the cultural or language differences that may occur.
• Working in a safe manner, in accordance with issued H&S instructions.

• Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork.

• Demonstrate behaviour consistent with the company's Code of Ethics and Conduct.

• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects for corrective action to be implemented and to avoid recurrence of the problem.

• Duties may be modified or assigned at any time to meet the needs of the business.

• Previous experience supporting a complex technical product, containing, Engine, drives, PLC, transmitters & receivers, electrical systems, IT elements, electrical generators etc.
• Mercedes truck experience an advantage
• 'Can- do' approach, with an ability to complete a task, sometimes with limited access to resources.
• Able to work with limited daily supervision
• Ability to communicate technical issues, clearly, both verbally, and in writing.
• BTEC, C&G or HNC or similar qualification in an engineering discipline
• Knowledge of hydraulic, electrical, and electro/ mechanical system.
• Knowledge of IT Networking solutions, CCNP or Similar.
• Knowledge of integrated it systems including PLC, HV systems and/or radar.